(A) Definition. For the purposes of this subchapter, COMPLAINT shall mean any communication by a subscriber or potential subscriber expressing dissatisfaction with any non-programming aspect of the operator's business or operation of the system.
(B) Complaint resolution process. Operator shall have a complaint resolution process in writing which shall, at a minimum, incorporate the provisions of this subchapter. In connection with this section, operator shall have a standardized form in use for such complaints.
(C) Time period for the resolution of complaints. Except where another time period is required by any other provision of this subchapter, the operator shall make its best efforts to resolve, as soon as practicable and in no event later than ten business days, all complaints after they are received by the operator. Within five business days of receiving a written complaint from a subscriber or potential subscriber or a complaint forwarded to the operator by the City Manager or its agent, the operator shall notify the person who made the complaint, either by telephone or in writing, that the complaint has been received and that the operator will make its best efforts to resolve such complaint within ten business days of receipt of such complaint by the operator.
(D) Referral of complaints from the village or agent to the operator.
(1) If the village or its agent is contacted directly about a complaint concerning the operator, the village or its agent shall notify the operator.
(2) Within ten business days after being notified about the complaint the operator shall issue to the village and its agent a report thoroughly detailing operator's investigation of the complaint, describing operator's findings with respect to the complaint, explaining any corrective steps which operator is taking and indicating that the person who registered the complaint has been notified of the resolution. The operator's obligation to provide such a report may be satisfied by the submission to the village and its agent of a copy of the operator's letter to the subscriber, provided that the operator shall provide additional information at the reasonable request of the village and its agent.
(Ord. 12-95, passed 6-19-95)